how to make sure the right quality is delivered by my translation vendor? (sabine rioufol, ebay)
TRANSCRIPT
MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS
October 14, 2015
SABINE RIOUFOL
HT Q2 QUALITY RESULTS – OVERVIEWData provided by our main Translation vendor
Volume by Language
Brazilia
n Port
ugue
seDutc
h
French
German
Latin
Ameri
can S
panis
h
Russia
n
Spanis
h0
50,000
100,000
150,000
200,000
250,000
2014 Q32014 Q42015 Q12015 Q2
LANGUAGE 2015 Q2
PTBR 86,780
HK 17,252
NL 42,173
NLBE 19,583
FR 128,640
FRCA 41,881
DE 144,222
IT 95,624
ESLA 87,859
PL 94,729
RU 94,410
CN 47,362
ES 114,689
Evaluations
Q2 QA Success Rate: 99.86%
Month FAIL PASSGrand
Total
April 0 211 211
May 1 277 278
June 0 247 247
Grand Total 1 735 736
April May June0
50
100
150
200
250
300
FailPass
HOW DID WE GET THERE?It’s all about partnership and the incentive to do well
6
WE SET UP OUR VENDORS FOR SUCCESS• LINGUA LEADS (LLs) :
-> TWO LLs REVIEWERS PER LOCALE – LLs QUALIFIED BASED ON EXPERIENCE AND TESTED IN REAL TIME – TEST EVALUATION PERFOMED BY OUR IN-HOUSE LINGUISTS - > TOP NOTCH REVIEWERS SYSTEMATICALLY ASSIGNED TO OUR PROJECTS
• TRAINING :-> EACH NEW LINGUA LEAD IS TRAINED BY MOST EXPERIENCED COLLEAGUES ON THE VENDORS’ SIDE-> EBAY LANGUAGE SPECIALISTS ALSO TRAIN THEIR LLs ON NEW PROCESSES AND MAJOR CHANGES (STYLE GUIDE REVAMPS, NEW FEATURES, USE OF VARIABLES)
• COMMUNICATION:• -> QUARTERLY CALLS SCHEDULED FOR EACH LOCALE WITH A PRE-ESTABLISHED AGENDA – MINUTES AND ACTION ITEMS FOLLOWING
THE CALL
• QUALITY EVALUATION• -> FEEDBACK PROVIDED ON DYNAMIC AND STATIC CONTENT - FEEDBACK METRICS (PASS/FAIL) COMMUNICATED TO OUR VENDORS
ONCE THE PROJECT IS REVIEWED – OVER A FEW WEEKS, OUR EXPECTATIONS ARE MADE CLEAR TO ANY NEW VENDOR WE ON-BOARD
MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS
EVALUATION CRITERIA AND PROCESSOur vendors are financially accountable
MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS 8
EVALUATION CRITERIA ESTABLISHED IN OUR SLA
MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS 9
EVALUATION CRITERIA ESTABLISHED IN OUR SLA
MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS 10
PENALTIES - EXAMPLE
MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS 11
PENALTIES - EXAMPLE
NEXT STEPS
What we are working on…
MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS 13
COMING IN 2016…
TOOLING TO GENERATE AUTOMATED ERROR ANALYSIS AND DATA CAPTURE DURING HUMAN REVIEW